Missing connections to buy tickets

[whole diary]

[Fourbee]

I have been through the railway byelaws here:
https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/4202/railway-byelaws.pdf
and the NRCOC^▸ (National Rail Conditions of Carriage) here:
http://www.nationalrail.co.uk/static/documents/content/NRCOC.pdf

I cannot find references to "first available opportunity" or indeed the word "opportunity" anywhere in relation to obtaining a ticket en-route. To me it seems sanctions apply when you have failed to buy a ticket at the origin station and were able to do so.

[Tim]

Nowt to do with regulators - HM Government set the franchises

I know, but there needs to be some kind of regulator able to act on behalf of the customer.  I know we have Passenger Focus, but IME^▸ (in my experience) they lack teeth and are too close to the TOCs^▸ (Train Operating Company) and HMG (who in turn are too close to the TOCs).  You should see how those in the utility industries are scared of their regulators and I wish the transport industry was the same.  

[JayMac]

Transport (formerly Passenger) Focus are indeed relatively toothless. They can advocate for the passenger, or mediate in disputes between passenger and TOC^▸ (Train Operating Company). However, unlike Ombudsmen in other industries, Transport Focus have no powers to compel TOCs to do certain things.

The rail industry needs an Ombudman that is backed by stronger legislation, as we have for other industries such as gas & electricity and telecommunications.

[ChrisB]

But that could go against the Government's franchises. I can't see them giving us that possibility frankly

[JayMac]

One can but hope. A few more super complaints from the likes of Which? to the ORR^» (Office of Rail and Road formerly Office of Rail Regulation - about)/DfT^» (Department for Transport - about) and someone in Government might wake up and see how the rail industry treats its customers day in, day out.

[BerkshireBugsy]

snipped...

Why do ticket staff not act consistently?  If these are the rules, why are they not often enforced?  Perhaps some staff feel that it makes no sense to punish passengers who have no intent to evade fares.  Having to allow an hour for a half hour journey just to buy a ticket at Maidenhead is, IMO^▸ (in my opinion), entirely unnecessary.

I have travelled through Reading many times and have often used the excess fares tickets office to buy my ticket from Thatcham (start station) and Paddington (end location) in situations where the ticket office at Thatcham is closed and the TVM^▸ (Ticket Vending Machine) wpm't work correctly. I have had good experiences with most of the staff who man that office except for one who (IMHO^▸ (in my humble opinion)) is not very helpful. It could be argued by members more knowledgeable than me that he is correct in his decisions about ticket purchase but as I often try and tell my kids it's not just what you say it's how you say it

[ellendune]

One can but hope. A few more super complaints from the likes of Which? to the ORR^» (Office of Rail and Road formerly Office of Rail Regulation - about)/DfT^» (Department for Transport - about) and someone in Government might wake up and see how the rail industry treats its customers day in, day out.

Do you really think DfT would take any notice?  It might cost them money!  No all this government cares about is cutting expenditure so Minster can make their rich friends even richer!

[Tim]

One can but hope. A few more super complaints from the likes of Which? to the ORR^» (Office of Rail and Road formerly Office of Rail Regulation - about)/DfT^» (Department for Transport - about) and someone in Government might wake up and see how the rail industry treats its customers day in, day out.

Do you really think DfT would take any notice?  It might cost them money!  No all this government cares about is cutting expenditure so Minster can make their rich friends even richer!

I don't disagree, but having a strong regulator can be good for business.  Customers can be attracted if they know that they will be treated fairly.  Making profit is not all about cost minimisation and trying to catch customers out (ask Ryanair) .  Messing a customer about by needlessly lengthening their journey will discourage future travel.  As will stressing customers out by causing them worry.